CRM - Customer Service Ticket

Hi All,
Trying to set up the customer cases CST (Customer Service Ticketing) system.
Can create a customer enquiry, adds to the customer file case, can respond to that case in the cases area to start a thread.
Here is where it falls over.
The webmarketing plan has the CRM stuff except the CST option. The KB shows setup area is Site Manager > System emails > Customer Service Ticketing. states it is for the cases system and details how it works and uses the case scenairo and the example.
Plan is Webmarketing.
CST is not listed in any pricing documentation.
http://helpx.adobe.com/business-catalyst/kb/detailed-plan-breakdown.html
I have an webcommerce site and the only thing I can see that the CST is used for is Case Threads. I am using CST there and it works great. Is there anything else that is attached to CST that is in the webecommerce plan which is why it is not active in the webmarketing plan.
Thanks in advance.
Nathan

Hi Nathan,
This is just a decision made to only include this feature in the the webCommerce plans at this stage nothing more.
Kind regards,
-Sidney

Similar Messages

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

Customer Service Ticketing not always sending enquiry to CSR mailbox?

Hi,
I've set up Customer Service Ticketing (CST) with a single CSR in Level 1 and a single different CSR in Level 2, using least load as the delivery rule. I've been sending test mails and I'm finding that not all of the emails I send are reaching the Level 1 CSR's mailbox (this is a different mailbox and someone who is set up in admin), although all are being received in to the mailbox I designated as the incoming (customerservice@) mailbox. Is anyone else seeing this problem, or know of a reason/fix for this issue? It renders the CST system unusable if this is a known issue that cannot be resolved? Cheers.
Regards, Mark

No answer , therefore closing thread

CRM IDOC - Service Ticket

Hi friend,
This is my first time doing IDOC.
I have IDOC with legacy system to exchange CRM Service Ticket of a particular transaction type.
Outbound process make sense because I will code in ORDER_SAVE BAdi to generate outbound message.
Inbound process seems weird to me, how do I know that there is one incoming IDOC - can give me some idea please?
Thank you,
NS

hello Selvam,
Please refer OSS note 150022.
Please reward points.
regards,
Muralidhar Prasad.C

SAP JAM work pattern for SAP C4C Service ticket

Can anybody familiar with the SAP JAM Work pattern for SAP Cloud for Customer Service tickets answer these questions?
My client would like to use SAP JAM groups in Service tickets in the following way:
C4C service agents raise service tickets which are then worked on by back-office departments (who don't have access to C4C but will collaborate on ticket resolution via SAP JAM)
Back-office departments work on a high volume of tickets so having one JAM group per ticket is not practical. Instead we would like to have one JAM group per department
Departmental JAM groups should be created in JAM independently from C4C
Upon ticket creation in C4C, the service agent should be able to select the relevant departmental JAM group to collaborate and start a discussion topic
The agent should be able to easily pick up any update/reply from the back office team on the topic he created
Is the scenario above supported? In particular, how can one predefine/auto-select which JAM group is assigned to a service ticket?

Can anybody familiar with the SAP JAM Work pattern for SAP Cloud for Customer Service tickets answer these questions?
My client would like to use SAP JAM groups in Service tickets in the following way:
C4C service agents raise service tickets which are then worked on by back-office departments (who don't have access to C4C but will collaborate on ticket resolution via SAP JAM)
Back-office departments work on a high volume of tickets so having one JAM group per ticket is not practical. Instead we would like to have one JAM group per department
Departmental JAM groups should be created in JAM independently from C4C
Upon ticket creation in C4C, the service agent should be able to select the relevant departmental JAM group to collaborate and start a discussion topic
The agent should be able to easily pick up any update/reply from the back office team on the topic he created
Is the scenario above supported? In particular, how can one predefine/auto-select which JAM group is assigned to a service ticket?

Error Message when we create a Service Ticket in SAP CRM 2007

Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
Sathya

Hi,
I have looked into your issue.
For this service ticket, kindly check the Org Unit maintained in Transaction and table OFIC_BILLORG_SRV are same. If not same kindly make changes in the following path in SPRO.
==> SAP Implementation Guide
==> Customer Relationship Management
==> Organizational Management
==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
I hope this helps.
Regards,
Venkat

Help needed in Service Ticket view version CRM 2007

Hi,
We have a requirement to replace the Service Level Agreements with Location details screen (custom defined) in the Service Ticket View. I did this in 5.0 version,but couldnt replicate it in the CRM 2007
version.
Here is how I proceeded in the new version.
Instead of creating a new view, I approached the Adding required
context node approach and populated the fields that we need.
1. I enhanced the component ICCMP_BTCTR
2. I added Context node BTActivityH ( I did not link it to any CutomController in the wizard, but defined dependency to Higher LevelContext node BTAdminH, with BOL relation, BTHeaderActivityExt, and
activated the check box Always Create Instance and let the the wizard to finish off.
3. Then using the UI Config tool, I copied the standard configuration to my custom config for changes, I removed all the 3 fields that are there in the standard configuration, and replaced with the attributes
of BTActivityH using UI Config tool in the component work bench. All fields are Input ready fields (not set for Display only).
4. When I open the Service Ticket view to access these fields, in the UI of Service Ticket, I realized that they are display only fields.
5. Then I created the attributes, ( to access GET_I_S_*) methods of the attributes, and I externally set rv_disabled = FALSE in the metod (say GET_I_S_CITY)
6. Now I am able to input values for those fields, but still I am not able to save those entries that I entered in there.
I guess I am missing some thing in the wizard, like linking custom
controller or dependency relations.
Is it mandatory for me to bound the context node to component
controller Node (BTActivityH). If so how can I bound it.
Please advice me.
Thanks and regards,
Sreekanth

Hello Sreekanth,
I think that the fields are read-only and not saved because your context node is not bound to a custom controller. (Even though your higher level node, BTAminH, is probably bound to a CuCo)
The code to perform the CuCo binding is mostly coded in the CREATE_BTACTIVITYH (controller class->typed_context->create_btactivityh or check create_context_nodes to see how the method is called)
like this:
owner->do_context_node_binding( iv_controller_type = cl_bsp_wd_controller=>co_type_custom
                                  iv_name            = <name of the CuCo>"#EC NOTEXT
                                  iv_target_node_name = '<the context node of the CuCo to bind to>'
                                  iv_node_2_bind = <your context node> ).
Now, save yourself a headache and a lot of debugging time and just create a new context node through the wizard again, this is much easier than trying to 'fix' it yourself! Once you have created your new context node you can delete the old one by deleting the attribute in the typed_context class.
Hope this helps!
Reward points if useful!
Kind regards,
Joost

Service Ticket in CRM 7.0

Hello,
We are upgarding CRM 5.0 to CRM 7.0. Client is using Service Ticket in IC Web Client in CRM 5.0. As part of the project, we don't want to migrate it to service request. We will continue using service ticket in 7.0 as well. But client wants to use WebUI screen for service ticket. I know that SAP does not provide any WebUI screen for Service Ticket. But I have noticed that when I click on service order link in CRM 7.0 IC Web, it is giving me a pop-up to select the document type. One of them is service ticket. I believe this behavior is because of the same business object type 'Service Process' for order and ticket. Can we just use this WebUI screen to maintain the service ticket? I also know that there are certain validations in the service ticket user interface. But, if the process works fine for our requirement, then can we use WebUI screen?
Please let me know as soon as possible.
Thank you,
Sapan Shah

Hello,
For the pricing error, if no pricing date required, please check of the pricing relevency at item category customizing setting under both transaction category BUS2000115 and BUS2000116.
For the UOM error, please check whether a base unit and sales unit for this dummy product are maintained and the organizational units used in the order are assigned.
Alternatively:
you can use the BADI: CRM_SERVICEPROD_BADI, there you can create your own implementation and change the default product investigation to your individual product.
I hope this could be helpful.
Best regards,
Maggie

Urgent: Replication of CRM Service Ticket to PM Service Notification in ECC

Hi Friends,
I have a Client requirement where
1) a Service Ticket is created on CRM IC Webclient.
2) This Service Ticket is then Replicated in Plant Maintemance (PM) Service Notification on ECC.
3) Then the Service Notification is executed in the PM Module through PM Service Order.
4) Then the service order status is updated on the Service Ticket.
5) The PM Service Notification and PM Service Order details should be visible from the Service Ticket window in IC Webclient.
I would appreciate if you can provide any information/details on how to replicate a CRM Service Ticket to Plant Maintemance (PM) Service Notification on ECC.
Any information on the above scanario setup and execution will be greatly helpful to me.
If you have any docs relevant to this pls send it accross to me.
My mail ID [email protected]
Pls help me out.
Thanks in advance and warm regards
Purnendu

Hello,
this is a topic where i´m also very interested and i already did some analysis on this.
There is now standard way from SAP to replicate CRM Service Request to CS Service Notification.
I´m thinking about a customer solution using a RFC function call to create the CS Service Notification in background.
Best regards
Manfred

DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service

My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

On Workflow completion in ECC create Service ticket in CRM

Hi Experts,
Our client requirement is to create service ticket in CRM on completion of work flow in R3 system.
Can anyone please advice me how to achieve the above requirement.
Thanks in advance
Kind Regards,
Veined.

Hello,
You may try to call an RFC FM in CRM from ECC as the last step in your WF.
Regards,
Sharif.

CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
Many Thanks
Panduranga

Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
Hope this will help
Regards
Rekha Dadwal

Not able to edit service ticket (complaint) in CRM

Hi,
The service ticket (complaint) in CRM has been replicated to R/3 as credit memo request, but the document in CRM is not able to edit. The error message is " Document is being processed, not possible to edit".
I checked in SMW01, those tickets are unprocessed status, tried to reprocess but not to edit the document. Also tried to manully send to R/3 using toolbox transacton but no luck. I tried to push stucked queues in CRM but not moving.
Pls suggest me what is the way to reprocess the stucked BDoc in CRM.
Regards,
Ram.

Hi Sandeep,
This happens when the document is distributed to ERP Systems. There are certain Item Categories that are sent to ERP System and only once the confirmations comes from those system you can further process those document.
You won't find any errors there.
You can check the BDOC Entries and then can find the target system where the document was distributed. And then logon onto that system and release that document.
Hope this helps.
Thanks,
Samantak.

CRM 5.0 - IC WebClient - Service Ticket vs Service Order Navigation

Hi Gurus
Have any of you experts out there used the Badi: Navigation to Service Ticket and Service Order.
This Badi is located at: SPRO->IMG->Customer Relationship Management
->Interaction Center Webclient->Business Transactions->Service Ticket
->Business Add-Ins (Badi)s.
We are using Service Tickets only, yet when searching in the Inbox we locate our Service Ticket Transactions, when we select the Transaction it opens in Service Order view, not Service Ticket view.
My understanding is that this Badi can resolve the issue, does anyone have an example of the code they've used in this Badi to force navigation to the Service Ticket.
This is highly critical to our implimentation, therefore maximum points for the right answer
Many Thanks
Panduranga

Hi Panduranga ,
Here is a method in BADI.
pay attention that's only one BADI can be active so deactivate default BADI.
method IF_EX_CRM_ICWC_SERVICE_NAV~NAVIGATE.
    case iv_process_type.
     when 'TSVO'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.
     when 'ZTSV'.                                           "#EC NOTEXT
* navigate to Service Ticket
       rv_navigation_link = 'ServiceToSrvTHead'.            "#EC NOTEXT
       return.
*    when 'WRS1'.                                           "#EC NOTEXT
* navigate to WebRequest
      when others.
* navigate to "normal" Service Order
        rv_navigation_link = 'ServiceToServHeader'.         "#EC NOTEXT
        return.
    endcase.
endmethod.
Good Luck
Eli Steklov
<b>Please Reward Points if it Helps </b>

Not able to create an Incident/Service ticket in CRM IC webclient

Hi,
I am trying to create an incident/create a service ticket in CRM IC Webclient.All the fileds are grayed out.
Can anyone tell me what could be the reason.

Hi Nirsanti,
Could you please check the user is having the following roles or not(Check in suo1).
SAP_CRM_UIU_IC_ITSDAGENT
SAP_CRM_UIU_FRAMEWORK
To create the indicent,user should be assigned to position which is having business role IC_ITSDAGENT(IT Service Desk Agent) to an organisational structure.Please let me know if you need any other help.
Best Regards,
Silpa.T

CRM - Customer Service Ticket

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